Floor & Decor — Local services in Lombard

Poor form! We went into the Lombard store at 6:52 pm knowing it closed at 7pm. We needed to see the product in person before we made our 600sf flooring purchase on line. We were greeted by a girl at the front saying “what are you doing here we close in 5 minutes”. We said we want to grab a photo of the flooring before we buy it. She called a so called designer to the flooring we wanted to see and again greeted by the “designer” with “we close in 5 minutes” but there is the bamboo floors. She asked how much we need I said 500sf but we aren’t buying from this store. She asked why and we told her then we asked for the manager. The “designer” said there he it as there were 2 guys at the front of the store, we asked again which one. She said the one in the black Carlos. We approached Carlos and the “designer” said Carlos tell them it’s company policy that we tell everyone that we are closing. We spoke to Carlos and he offered nothing but a smirk and then we left. I can see why they are rated so low their customer skills are junk. We will not be giving them our business ever and we are home flippers so SHAME on you and your employees for losing thousands of dollars of business Carlos!

UPDATE on Floor and Decor Lombard store. The Social Reputation Specialist passed on the info to Billy at the store. Billy called me Nd basically said that the girl at the front of house that wasn’t her personality and he had a hard time believing that is what she said. He said it wasn’t company policy to tell people the store was closing soon but maybe the people that the people like “the designer” Dawn that have been there a while thought it was. But again seemed skeptical that she had said anything out of sorts to us. So thanks Billy for the call but again it happened your employees mouthed off “ what are you doing here” and don’t worry we won’t make that...

I am a DIYer and I have gutted and completely remodeled my master bathroom. Bill at Floor and Decor has been remarkably helpful through my floor tiling and shower tiling process. Every time I go into the store he takes the time to educate me on how to do whatever step of my project I am on. He gives me great tips and advice and shows me good techniques as well. He also educates me on the tools and materials to get the job done. I ran into a scenario where I thought I made a very costly mistake and Bill was able to help me resolve my problem and reassure me that everything was going to be ok. On top of that, he has a great sense of humor, eliminating the stress of home remodeling, and making the project enjoyable as it should be. He even answers the questions my Dad has, which tend to be unrelated to this current project. On top of that, my Dad is foreign and deaf and where communication tends to be difficult, my Dad and Bill communicate comfortably and well.

Although I did not purchase my tile from Floor and Decor, I have learned through this process, for my future projects, this is the place for me. Their selection is not only larger than the other tile shops I've been to but I seem to find more of what I like at Floor and Decor than anywhere else. They also have a lot more of the materials and accessories that you need to complete your job so it's more of a one stop shop or at least you have the consistency of working with the same people at the same store throughout your project.

The complete overhaul of my master bath has been made infinitely easier and invaluably less stressful with Bill's knowledge, friendly attitude, and willingness to help as well as all that Floor and Decor has to offer. I know I can count on Floor and Decor for the remainder of this project and the many more to come.

Thank you Bill and Floor and...

Staff is not the friendliest, then again I’m not there for a welcoming party. I just expect good, respectful customer service when needed. Ian. You need a new job. Manager just isn’t your calling or forte. Sorry to have “wasted” (your words) your time asking you to do your job. Sorry I forced you to walk to the back of the store and made you, on the way there, loudly huff and puff. You loudly expressed your sense of annoyance with me. Sorry to have made you so upset for asking you to do your job, so upset you had to share it with several people, right there and then, of my horrible horrible request to do your job. Sorry. All I wanted was an even exchange for a defective item. That’s it. I’m sorry this task was just too much for you. I’m sorry my husband had to drop everything he was doing to come to the store to speak to you about your annoyance with the situation. With me. But that’s right. You were off the clock then and hid when my husband showed up. But all is well. A different manager quickly and efficiently processed the even exchange. It was amazing. So quick. Amazing I tell you. So now I ask. Was it me? Do you treat all your customers with such annoyance or just me? I wonder, would you have expressed your annoyance so clearly and loudly if it was my husband or another male you were dealing with? I just wonder. We shop there often. I can’t wait to run into you to personally apologize for...